Transforming healthcare by ensuring optimal customer experiences and leading the transition to a customer mindset in end-to-end processes and delivery for Blue Cross Blue Shield of MA.
Requirements
- Comprehensive understanding of Customer Experience, and how new tools and technologies are being utilized to improve the customer experience.
- Experience analyzing data and research to understand problems and drive decision-making.
- Past experience journey mapping and using Human Center Designed to solve business problems.
- Experience using agile methods in the product management discipline; Experience with project management tools (JIRA, Clarizen)
- Understanding of the product lifecycle, capabilities, and direction of consumer-facing technologies (including mobile apps) and their impact
- Extensive experience defining and measuring product management objectives that span MVP, roadmap, quality, business value, time to deliver, adherence to agile principles, and cost-to-value ratio.
- A systems-oriented thinker with the ability to analyze complex relationships and situations, think outside the box, act, and promote entrepreneurial and innovative approaches.
Responsibilities
- Own the end-to-end member experience for a key journey, and gain alignment on improving and reimagining it.
- Partner with Senior Leaders, executives and technology partners in our business space to reimagine journeys, leveraging complex solutions / products to solve business problems or to enable strategic priorities, objectives & key results.
- As the "Voice of the Customer", oversee ongoing review and elaboration of features with business stakeholders, including recommending any changes required to meet critical business, customer, or operational requirements.
- Define customer outcomes, business impacts, and roadmap for the Journey.
- Build the business case, ROI analysis and lead stakeholder alignment.
- Oversee the experience lifecycle from conception to release, iteration & maintenance, determining the right product portfolio for the experience & prioritizing work in the backlog to ensure products are delivering to experience expectations.
- Use knowledge of product management and ability to understand the P&L impacts across multiple functional areas to develop and source alignment for the journey.
Other
- Executing on the Experience Transformation strategy to ensure we 'show up for everyone like they're the only one'.
- Ability to think creatively and flexibly when solving problems and work iteratively in a cross-functional, sometimes ambiguous environment
- Someone who understands healthcare and the complexity of it
- An individual with excellent verbal and written communication skills who feels comfortable speaking up and advocating for the customer in groups who may not understand the need or importance.
- Proven track record of building relationships with internal and external stakeholders.
